About us:

Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.

Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.

Established in 2013, we specialise in cloud migration and development, digital transformation including agile software development, DevOps, automation, data and machine learning…

As a member of the technology incident response team, the Incident Response Analyst contributes to the process of identifying, containing, analyzing, and recovering from incidents that impact business critical processes. They are responsible for contributing to the policies that facilitate activities within the Incident framework, the incident playbooks and decision trees, running tabletop incident exercises, running incident retrospectives, and contributing to the incident knowledge process within and outside the team.

They require a combination of technical and interpersonal skills, as well as certain qualities, such as proactivity, adaptability, responsibility, accountability, confidence, assertiveness, curiosity, eagerness, ethics, and trustworthiness.

Key responsibilities & duties include: 

Incident Assessment:

• Gather information about the incident, including its nature, scope, and potential impact
• Determine the severity of the incident and activate appropriate response procedures

Incident Team Assembly:

• Assemble a team of experts from various departments (e.g., IT, security, legal, public relations) to handle the incident
• Assign roles and responsibilities to team members

Communication:

• Communicate effectively with stakeholders, including senior management and consumers of the service
• Provide regular updates on the incident's status and actions being taken

Decision-Making:

• Make timely and informed decisions to contain the incident and minimize its impact
• Consider the potential consequences of different actions and choose the best course of action

Resource Allocation:

• Allocate resources (e.g., personnel, equipment, budget) as needed to address the incident
• Ensure that resources are used effectively and efficiently

Coordination:

• Coordinate the activities of various teams involved in the incident response
• Ensure that everyone is working towards a common goal

Post-Incident Analysis:

• Conduct a thorough review of the incident to identify root causes and lessons learned
• Develop recommendations for preventing similar incidents in the future

Knowledge Management:

• Captures and shares knowledge about incidents to prevent future occurrences
• Creates knowledge base articles and best practices

Continuous Improvement:

• Update incident response plans and procedures based on the findings of post-incident reviews

Required Skills: 

• At least 3 or more years’ practical experience of Incident Management Frameworks in methodologies like ITIL, COBIT or DevOps-style incident and problem management processes
• Knowledge of configuration management processes
• Experience with incident and problem management tools, including ServiceNow and monitoring tools such as Cloudwatch, and alerting tools like OpsGenie, PagerDuty or similar
• Experience with knowledge supporting tools including SharePoint, JIRA and Confluence or similar, with the ability to learn new skills quickly
• Data analysis and reporting skills, with experience in tools such as PowerBI an advantage
• Broad experience of modern IT infrastructure and applications
• Strong conflict resolution skills, to resolve disagreements efficiently without damaging relationships
• Analytical and critical thinking, emotional intelligence, and strong stress management, necessary for assessing a situation, making informed decisions, and handling the pressure of incidents
• Strong conflict resolution skills, to resolve disagreements efficiently without damaging relationships
• Experience in stakeholder management, with an ability to communicate across levels of an organisation
• Good understanding of the purpose and function of SLAs, to allow you to evaluate a team's performance and identify areas for improvement
• Proactive and adaptable to changing scenarios and requirements, and responsible and accountable for their actions and results
• Experience contributing to incident and problem management strategies, identifying opportunities for improvement

What’s in it for you: 

• An opportunity to join a fast-growing company  
• Options for career advancement 
• Learning and development opportunities 
• Flexible working environment
• Competitive salaries based on experience 

Equal Opportunity Employer:

Amach is an equal opportunity employer and makes employment decisions on the basis of merit. We celebrate diversity and are committed to creating an inclusive environment for all employees. This job description is intended to convey essential responsibilities and qualifications for this role, but it is not an exhaustive list of tasks that an employee may be required to perform.

If you are passionate about driving customer success, advising on strategic solutions, and contributing to product innovation, we would love to hear from you!

Not for you?

Check out all of our open positions in our careers page and follow us on LinkedIn for future opportunities.

P.S. Share this with friends and co-workers! Don't be afraid they'll steal it from you, if you're amazing and smart we'll find a role for you. We are growing fast and we are always looking for talented people.

At Amach, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We strongly believe that a diversity of experience and background is essential to create a fulfilling environment and better solutions for our people and our customers. All Amach employees and contractors are expected to honour this policy and act to ensure that every individual is respected in the workplace. 

Your personal data

Amach will process your personal information in accordance with the EU's General Data Protection Regulation (GDPR). We will comply with data protection law and principles, which means that your data will be:

• Used lawfully, fairly and in a transparent way
• Collected only for valid purposes and not used in any way that is incompatible with those purposes
• Relevant to the purposes we have told you about and limited only to those purposes
• Accurate and kept up to date
• Kept only as long as necessary for the purposes we have told you about
• Kept securely

If you would like to contact us about your data, please use the following address: [email protected]